UGG Originals refunded my money only through a third-party intervention. I ordered a pair of slippers from Ugg originals online. Even from the start it didn’t feel right dealing with them.
A few hours after placing the order I sent them a message to cancel the order. A few days later, on the day they were sending out the item, they replied saying my order was either already processed or dispatched when I made the cancellation request.
When I received the slippers, I sent them back and confirmed by Australia post tracking records. Despite my repeated request for my refund, I never heard back from them for weeks. As I had made my payment through a third party, I contacted the payment system. I got my refund in a few days. Although I am $25 out of pocket in postage costs, I am glad I didn’t lose all my money. Had it not for the third-party intervention I believe I wouldn’t I have gotten my money back? What would have been my option?
As a change of mind issue the returns and refund policy would apply. So yes, you wear the cost of the return shipping.
As to the refund of the initial purchase, from what I can see they offer a credit, or a refund (minus restocking charge), really their decision.
I guess the repeated lack of communications from the company about what the outcome was to be once you had followed their returns process is not going to bode well for them in the defence of a chargeback.
So in this case a chargeback has been successful. Who was your payment provider?
For clarity is this the merchant you are mentioning?
Would you indicate why that is the case?
The payment provider was Paypal. Wherever possible I always do my online shopping payment through them as my consumer rights are enforceable. The Australian consumer rights are hard to enforce. My question was what were my avenues of enforcing my right in the face of UGG Boots Originals ignoring my request.
Yes, it them. When I initially chose to buy from them I didn’t expect this kind of action. But it started to become apparent to me when they responded about my cancellation on the day they shipped it instead of on the day of my cancellation. Or even better cancel the order as most vendors do.
Looking at the UGG Originals website, they have strict instructions in relation to returning items for a refund. Namely:
RETURNS PROCESS
- Go to the Returns Portal and enter your order number and email. Follow all the prompts.
- An email notification will be sent to you once your Return request has been approved and instructions and address details will be provided on where to send back your return items. VERY IMPORTANT: Please include a copy of your original purchase order form which has your order number, name and postal address. Failure to do this will cause significant time delays in processing your return/exchange.
- An email notification will be sent to you once we receive your returned items.
- Once your return is processed we will issue you a gift/credit voucher (which is valid for 12 months) or a refund. This voucher can be redeemed on checkout of your next on-line purchase.
- If you are seeking an exchange, an email will be sent to you once the exchanged items have been dispatched.
If this process isn’t followed, UGG Originals are within their rights not to accept the return of the slippers for a change in mind refund. Was the above instructions followed?
If you didn’t follow these instructions, there is no way to ‘enforce your rights’ and UGG Originals are within their rights to refuse a refund. It is worth noting that there aren’t any rights under the Australian Consumer Law for change of minds. As there aren’t any rights, their return policy applies.
Also, I see that the return policy, they can offer a gift/credit voucher or a refund. Did they tell you they would provide a refund?
A lot of sellers don’t allow the cancellation of an order after it is placed.
Those that do treat them as a change of mind, and attach conditions to cancellations. These are outlined in cancellation policies.
Some businesses also apply costs when a order can be cancelled. These are outlined in a businesses cancellation policy.
It is worth noting that Ugg Originals does not have a cancellation policy for orders cancelled by the customer. This is likely to mean they don’t accept cancellations after an order is placed, which is common for many businesses (noting that Australian laws don’t provide any protections for change in mind order cancellations like those which exist in the UK). It would be interesting to know where you believe you have the right to cancel an order with Ugg Originals, after it has been placed.
I have strictly followed their instructions.
Their return policy does not exclude change of mind reason for return.
Returns Policy
RETURNS
Our return policy is valid for 30 days from the date of purchase. Once the 30 day period has lapsed, we are no longer able to offer a refund, an exchange, or a credit voucher on your purchase.
Any returns/exchanges for items purchased online can only be processed through our online portal. Please note that if you show up to a retail store wanting to exchange/return an item, the staff will not be able to assist you.
Please note that all Sales on “Clearance” items are final. We do not offer returns on these items so please choose carefully.
RETURN ELIGIBILITY
- Valid for 30 days from date of purchase
- All returned items are to be unworn, unwashed, and undamaged
- All original tags, labels, and packaging must be intact (this includes the shoe box). The shoe box is not to be used as shipping packaging.
No, that was the whole reason of my complaint to PayPal. They total ignored my emails requesting for a refund.
Businesses I had dealt with so far had no problem cancelling orders if it was done before the item was shipped. I cancelled UGG Originals order a few hours after placing the order and that didn’t stop them from shipping two days later.
Thank you for confirming the details.
As outlined above, many businesses don’t allow cancellation of orders. Those that do will outline cancellation policies on their websites or during the purchase process.
One shouldn’t assume that because a business one has dealt with in the past might allow order cancellations, it applies to any business. As outlined above, Ugg Originals doesn’t have a cancellation policy, thus it should be assumed they don’t allow cancellations after ordering. Thinking they should have cancelled the order after payment and before delivery is incorrect. One can’t assume how businesses should work, as each business is different to the next.
Notwithstanding this, Ugg Originals allows return of purchased items like some, not all, online fashion (including shoe) businesses. This means they can be returned after delivery should the purchased item be unsuitable for some reason (don’t like it in the ‘flesh’, fit doesn’t suit, colour not as expected, don’t need it anymore etc). This gives consumers the ability to return purchased items in accordance with a change in mind policy. However, often such policies require the purchaser to be responsible for cost of delivery and the cost of return (postage). Some like Ugg Originals also charge ‘restocking’ fees which in effect is a administration fee to handle and process returned items. This means the refund is often less than the purchase price of the item.
On this point, if PayPal provided a full refund after 2 days, it is still possible that Ugg Originals challenges the refund decision. This may be the case if the refund was not in accordance with their policy (such as if postage and ‘restocking’ fees were weren’t withheld as part of the refund.
It is also worth mentioning it is important to read and understand terms associated with online purchases, especially those purchases where there is a higher risk of a change in mind, such as clothing and footwear. A business can’t avoid the requirements of the Australian Consumer Law, but can set their own policies for cancellations and change in mind, providing these policies are seen to be reasonable. These policies can change from business to business, so it is important to understand the specific requirements of each and every business.
I have an issue with online vendors not stating the currency. I bought online thinking it was Australian dollars. The receipt did not state otherwise. Next day I read the Paypal receipt which stated it was US $ so the price nearly doubled with GST and shipping. Shipping was free over $39 but did not say in the USA, I cancelled then 24 hrs later to them and Paypal. Like you they refused to cancel as said has been sent. However, the tracking showed that was not the case. Their refund policy also looks clear so should have been cancelled. I now have the goods and the tracking has not said they were delivered. I cannot even get an address to send back to. I think a robot is answering my emails as the same one comes every time.
